This end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL‘s® five core volumes. 9.1 Mapping the Concepts of ITIL® to the Service Lifecycle There has been much debate as to exactly how many processes exist within Version 3 of ITIL®.
Questions asked include: ? ? ? What exactly constitutes a process? Shouldn‘t some processes be defined as functions? Why has x process been left out? In developing this material, we have based our definitions of processes and functions and where they fit on the guidance provided by the ITIL® Foundation syllabus by EXIN International.
The figure below demonstrates the processes and functions of ITIL® in relation to the 5 Service Lifecycle Phases.
It also demonstrates the increased scope now covered by ITIL® Version 3. 79 Copyright The Art of Service ?Brisbane, Australia?Email:[email protected] Web: store.theartofservice.com ?eLearning: theartofservice.org ?Phone: +61 (0)7 3252 2055 Note: ? ? ? ? The Service Lifecycle phases (and ITIL® books) are shown through the arrows at the bottom The concepts in light shading are the ITIL® V3 processes covered within the program The concepts in dark shading are Functions Processes that are not covered by the current ITIL V3 Foundation syllabus (currently 4.2), are not discussed fully in this book, but will be referenced where necessary for understanding. 9.2 How does the Service Lifecycle work? Although there are five phases throughout the Lifecycle, they are not separate, nor are the phases necessarily carried out in a particular order.
The whole ethos of the Service Lifecycle approach is that each phase will affect the other, creating a continuous cycle.
For this to work successfully, the Continuous Service Improvement (CSI) phase is incorporated throughout all of the other phases.
The figure below demonstrates some of the key outputs from each of the Service Lifecycle Phases. 80 Copyright The Art of Service ?Brisbane, Australia?Email:[email protected] Web: store.theartofservice.com ?eLearning: theartofservice.org ?Phone: +61 (0)7 3252 2055 It is important to note that most of the processes defined do not get executed within only one lifecycle phase.
Service Strategy Phase: Determine the needs, priorities, demands and relative importance for desired services.
Identifies the value being created through services and the predicted financial resources required to design, deliver and support them.
Service Design Phase: Designs the infrastructure, processes and support mechanisms needed to meet the Availability requirements of the customer.
Service Transition Phase: Validates that the Service meets the functional and technical fitness criteria to justify release to the customer.
Service Operation Phase: Monitors the ongoing Availability being provided.
During this phase we also manage and resolve incidents that affect Service Availability.
Continual Service Improvement Phase: Coordinates the collection of data, information and knowledge regarding the quality and performance of services supplied and Service Management activities performed.
Service Improvement Plans developed and coordinated to improve any aspect involved in the management of IT services. 81 Copyright The Art of Service ?Brisbane, Australia?Email:[email protected] Web: store.theartofservice.com ?eLearning: theartofservice.org ?Phone: +61 (0)7 3252 2055 10 Service Delivery Principles As a Help Desk Manager should already be familiar with many Service Delivery Principles (eg Service Level Agreements, Change Management processes etc.) the information provided here has been chosen with the specific focus on helping someone move from a Help Desk Analyst or Technician role into the role of a Help Desk Manager.
Read more about ITIL V3 Foundation Syllabus : org ? Phone + 61 0 7 3252 2055 Note….: